About FDA
Northeast Region - Improve response, follow up time and resolution of consumer complaints
Description: Establish uniform key performance metrics and gauge program performance for handling consumer complaints within each District and Region
Briefing Status: COMPLETED
Prior Briefing Status: ON TRACK
| Milestone Description | Milestone Date | Milestone Status | Milestone Completion Date |
|---|---|---|---|
|
1. Assemble a team of managers to conduct a review and evaluate |
4/15/2010 |
Completed | 4/15/2010 |
|
2. Create a visual process map of the current consumer complaint process for each District |
6/30/2010 |
Completed | 6/30/2010 |
|
3. Assess the current consumer complaint process for compliance with the current RPM, FMD, IOM and other field guidance documents |
7/30/2010 |
Completed | 7/30/2010 |
|
4. Harmonize current processes with current field guidance documents |
8/30/2010 |
Completed | 8/30/2010 |
|
5. Select key measures from the process maps for evaluation |
9/15/2010 |
Completed | 9/15/2010 |
|
6. Initiate 90 day baseline evaluation period using measures selected |
5/6/2011 8/1/2011 |
Completed | 9/1/2011 |
|
7. Develop standardized process based on results of baseline evaluation and program guidance (1) |
8/1/2011 9/1/2011 |
Completed | 10/18/2011 |
|
8. Submit recommendations to SMT management for improved business practice in collection and processing of consumer complaints |
9/1/2011 12/1/2011 |
Completed | 12/29/2011 |
|
9. Transparently report tracking results |
Continual |
On Track |
Footnotes
- (1) The start date for Milestone 7 was 9/1/11. The completion date and submission date to the ORA Senior Manager is 12/1/11.
Key Projects Legend
| Milestone Status | Definition |
|---|---|
| Not Yet Started | Work for specific milestone has not yet been started. |
| Completed | Milestone and/or overall project is completed. |
| On Track | Milestone - On track for completion by milestone deadline. Quarter status - Project is on track for completion based on overall milestone status. |
| On Hold | Milestone - On hold, but deadline for completion has not passed. Quarter status - Project is on hold, based on overall milestone status. |
| Delayed | Milestone - Delayed as it has not been completed and deadline has passed. Quarter status - Project is delayed based on overall milestone status. |
Glossary
Note: The data provided on this website is produced on an ongoing basis for performance management purposes and is subject to change due to updates of preliminary estimates, corrections, or other reasons. In addition, FDA may change the type or amount of data provided on this website at any time. Information marked as "Completed" may include measures and/or key projects for which activities are ongoing but no longer tracked as part of FDA-TRACK.
